Forum Discussion

chrisardy's avatar
chrisardy
Dialled in
2 months ago

Not able to access ntlworld email on VM but can on Thunderbird and Mobile

We have 2 ntlworld email addresses, a main and a subsidery. I have noticed for a while that the subsidery couldn't be accessed on VM but I didn't bother because it still worked ok on Thunderbird and my mobile phone. My main PC has started playing up so I thought I would use my laptop and set up the emails on Thunderbird on it. However when I try to set it up it says "Unable to log in to the server, probable wrong configuration, username or password."

When I tried to access the subsidery email on VM by editing the settings it wouldn't work and gave the following message: "The entered credential or authentication information does not work or are no longer accepted by provider. Please change them."

I would be grateful for help on how to sort this out.

11 Replies

  • Graham_A's avatar
    Graham_A
    Very Insightful Person
    2 months ago

    chrisardy​ You need to log into the My Virgin Media account for the subsidiary email concerned and generate a new password for use with Thunderbird.  Make sure you are signed out of any other My VM accounts before proceeding.  At the sign in page enter the ntlworld.com email concerned and the account password.  If you haven't already done so you will be taken through the process to convert the log in to a VMO2 ID for the subsidiary account.  Once you have completed the process you can then proceed to generate the new app password.

    To create one or update an existing email app password you need to follow these steps:

    Sign into the My Virgin media account for the email concerned with your VMO2ID
    Select Account Settings
    Select Identity & Security Settings
    Select Manage your products
    Select Manage email app password
    Click on the blue button 'Get New Password'

    Make a note of the generated password. This is what you use in the mail apps along with the VM (ntlworld) email address as the username.

    • chrisardy's avatar
      chrisardy
      Dialled in
      2 months ago

      Thanks for the reply.

      I don't think I have My Virgin Media account for the subsidiary email account. In the past I have gone into webmail for the subsidiary account from the webmail of the main account. I think I set up the subsidiary email from the main email in webmail.

      I also dont know anything about this VMO2 ID, is this a new thing?

       

      • Graham_A's avatar
        Graham_A
        Very Insightful Person
        2 months ago

        Each VM email address has a My VM account by default.  The VMO2ID system was introduced in mid July.

        https://www.virginmediao2.co.uk/help

    • itwhiz's avatar
      itwhiz
      On our wavelength
      10 days ago

      Be good if this works. 

      If I click on Manage products all I get it 

      'Something went wrong' Please try again later. 

      And its been like that since September. 

  • chrisardy's avatar
    chrisardy
    Dialled in
    2 months ago

    I can't believe all this was happening 2 years ago!!

    I have just noticed the ! against one of our ntlworld email addresses in webmail with the crap about credentials and now it keeps coming up with it when we go into our main ntlworld address. I can't get into the address with the ! in webmail but it works fine still on my mobile and Thunderbird email client.

    I would be grateful if someone could clearly and simply explain what is happening and how to sort it out. By the way I don't understand the solution above so it has to be simpler that that.

    • John_GS's avatar
      John_GS
      Icon for Forum Team rankForum Team
      2 months ago

      Hi chrisardy 

      Thanks for posting and welcome back to the community. I note in an earlier thread you were given information on how to set up the Virgin Media O2 ID. Have you done this at all?

      Best wishes.

      • chrisardy's avatar
        chrisardy
        Dialled in
        2 months ago

        Hi John,

        No I haven't because my email is working ok on Thunderbird and my mobile and I don't understand what all this rubbish is about and I am concerned that if I alter something which I don't understand it won't work at all.

        You should be explaining in understandable English what is happening with easy instructions on what you need to do.